Technical Support Engineering Dev Dev

Microsoft•In, IN

About The Position

Within Microsoft’s Customer Service & Support organization, the Senior Technical Support Engineer owns, investigates, and resolves complex customer technical issues. The role supports corporate customers with technically complex and potentially mission-critical or politically sensitive escalations, maintains ownership through resolution, and advises customers while collaborating across teams. It also contributes to engineering and supportability improvements by reporting bugs and customer feedback, helping develop automation and diagnostic tools, and sharing technical knowledge through coaching and readiness programs. The role requires hands-on expertise with .NET and ASP.NET, Web APIs and REST, IIS and web hosting, networking, and debugging tools. Engineers use trace analysis, source code, and other debugging methods to diagnose issues and develop solutions, which may include writing code. The position requires flexibility to work shifts spanning EMEA and India business hours and to manage customer expectations and communication during escalations.

Requirements

5 to 7 years of experience in technical support, software development, or a related field.
Fluent English reading, writing, and speaking skills.
Hands-on experience with .NET applications, C# and ASP.NET development, debugging, and troubleshooting web applications.
Experience designing, consuming, and troubleshooting Web APIs and RESTful services.
Experience with API authentication mechanisms such as OAuth and JWT.
Experience with IIS, web application deployment, and configuration.
Understanding of networking concepts including HTTP, DNS, TCP/IP, TLS/SSL, firewalls, and proxy servers.
Ability to analyze network traces and troubleshoot connectivity issues.
Familiarity with Visual Studio and .NET debugging tools.
Familiarity with cloud computing fundamentals and Windows Azure technologies.
Strong troubleshooting, problem-solving, analytical, and debugging skills.
Customer-focused mindset, strong customer service skills, and the ability to explain technical concepts to varied audiences.
Excellent verbal and written communication skills and the ability to work effectively in a team.
Flexibility to work shifts spanning EMEA and India business hours.

Nice To Haves

Programming knowledge in Java, Node.js, Python, PHP, or Ruby.
Understanding of JSON and YAML.
Experience with API security best practices.
Familiarity with containerized environments such as Docker and Kubernetes, and API Gateways.
Familiarity with network trace tools such as Wireshark and Fiddler.
Exposure to Azure Application Gateway, APIM, App Services, and Virtual Networks.
AZ-900 or AI-900 certification.

Responsibilities

Represent Microsoft and communicate with corporate customers about technically complex escalated software issues, managing customer relationships.
Receive escalated, mission-critical, or politically sensitive customer issues and retain ownership until they are fully resolved.
Investigate and solve complex technical issues, advise customers, and collaborate within and across teams using troubleshooting tools and practices.
Use trace analysis, source code, and debugging tools to analyze problems and develop solutions, which may involve writing code.
Coordinate resources from other groups as needed to resolve customer issues.
Set customer expectations, create action plans, remain available as needed, and communicate professionally with all parties involved.
Share knowledge with other engineers and contribute to readiness programs, technical coaching, and mentoring.
Continue developing technical and professional proficiency through training and readiness.
Report bugs, supportability concerns, and customer suggestions to product teams.
Work with Microsoft Engineering and Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools.